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Help centre

Support

Last updated · 9 April 2026

1. Getting help

We are here to help you get the most out of Halo Ai. If you have questions, encounter an issue, or need guidance on using the platform, you can reach our support team at:

  • Email: info@haloai.com.au

Please include as much detail as possible in your request so we can resolve your issue promptly. We aim to respond to all enquiries within one business day.

2. Support hours

Our support team is available during the following hours:

  • Monday to Friday: 9:00 AM to 6:00 PM AEST/AEDT
  • Weekends and public holidays: Limited support for critical issues

Emails received outside business hours will be addressed on the next business day. Critical security issues are monitored continuously.

3. Reporting issues

If you encounter a bug or unexpected behaviour, please email us with the following information to help us diagnose the issue:

  • A description of what happened and what you expected to happen
  • The steps to reproduce the issue
  • Your browser and operating system (e.g. Chrome on Windows, Safari on macOS)
  • Screenshots or screen recordings if applicable
  • The approximate time the issue occurred
  • Whether you are using the web app, Excel Add-in, or Word Add-in

We triage all reported issues by severity and will keep you informed of progress toward resolution.

4. Account and billing

For account and billing enquiries, including:

  • Changing your subscription plan
  • Updating payment information
  • Requesting invoices or receipts
  • Cancelling your subscription
  • Managing organisation members and roles
  • Resetting your password or recovering your account

Contact us at info@haloai.com.au. You can also manage your subscription, members, and account settings directly from your dashboard after signing in.

5. Integrations support

Halo Ai integrates with Microsoft 365 (Teams, SharePoint, OneDrive) and supports direct file uploads (xlsx, docx, pdf, csv). If you experience issues connecting or syncing data:

Microsoft Teams

  • Ensure your Microsoft 365 administrator has approved the Halo Ai application
  • If you cannot see expected files, check that the relevant Teams channels and SharePoint libraries are accessible to your Microsoft account
  • Halo Ai does not access Outlook or email. Only Teams, SharePoint, and OneDrive files are accessible

If the issue persists after following these steps, contact us with details of the error message you are seeing.

6. Office Add-ins

Halo Ai provides Add-ins for Microsoft Excel, Microsoft Word, Microsoft Outlook, and Microsoft PowerPoint. If you experience issues:

Installation

  • Add-ins require Microsoft 365 (desktop or web). They are not supported on standalone Office 2019 or earlier
  • If the add-in does not appear, try clearing your Office cache and restarting the application
  • Organisation-deployed add-ins may require your IT administrator to enable them in the Microsoft 365 admin centre

Sign in issues

  • The add-in uses the same account as the Halo Ai web app. Ensure you are signed in with the correct email address
  • If you use Microsoft sign-in, ensure your organisation has approved the Halo Ai application
  • Try signing out and back in if your session has expired

Performance

  • Large workbooks or documents may take longer to process. Consider working with smaller data ranges where possible
  • Ensure you have a stable internet connection as the add-in communicates with our servers in real time

7. Security concerns

If you discover a security vulnerability or suspect unauthorised access to your account, please contact us immediately at info@haloai.com.au with the subject line "Security Report".

We take all security reports seriously and will:

  • Acknowledge your report within 24 hours
  • Investigate and provide an initial assessment within 48 hours
  • Keep you informed of remediation progress

For details on how we protect your data, see our Privacy Policy.

8. Feature requests

We welcome feedback and suggestions for improving Halo Ai. To submit a feature request or share feedback, email us at info@haloai.com.au with the subject line "Feature Request".

Please include a description of the feature you would like, why it would be valuable to your workflow, and any relevant examples or use cases. We review all feedback and use it to inform our product roadmap.

9. Service status

Halo Ai targets 99.9% uptime for the web application and Office Add-ins. If you are experiencing connectivity issues:

  • Check your internet connection and try refreshing the page
  • Clear your browser cache and cookies
  • Try accessing the service from a different browser or device

For planned maintenance windows, we will notify affected users via email in advance. If you believe the service is experiencing an outage, please contact us at info@haloai.com.au and we will provide a status update.

10. Contact us

For any enquiries not covered above, you can reach us at:

  • Email: info@haloai.com.au
  • Website: app.haloai.com.au
  • Location: Melbourne, Victoria, Australia

We are committed to providing prompt and helpful support to all Halo Ai users. Our goal is to respond to all enquiries within one business day.